Exceeding guest expectations can seem difficult. Providers can feel overwhelmed with the thought of frequently innovating their services. Big updates can come with steep pricing that is impossible to justify in a time of financial restrictions.
The good news is there are many things hotels can do to elevate their offerings without breaking the bank. Memorable experiences don’t have to come with a full renovation, but rather personal touches and stellar customer service. Here are some touches you can add to improve the hotel experience.
Make contact easy
Be responsive to guest needs. How you respond to problems and how quickly you address them will impact how satisfied guests are with their overall experience. A prompt answer demonstrates that you care about your visitors and their experiences. For older guests, this means having an active phone line. For younger guests, this could mean having an up-to-date chat box.
Have tea and coffee available
Not an expensive detail, but surely a high-touch one. Having a communal, complimentary hot beverage station is an affordable way to class up your property.
Greet everyone by name
A person’s name is the greatest connection to their own identity and individuality. Sure, you’re not going to be able to memorize everyone’s names. However, on slower days, making an effort to remember someone’s name helps to create a positive rapport. When you’re checking someone in, using their name and having a smile can have a far larger impact than anything else. First impressions are everything.
Engage pre-arrival
The guest experience begins when the consumer begins their search for the perfect hotel. Does your hotel have an online presence? Even if you’re not regularly updating your social media accounts (which you should), you should at least look up what pops up when people search for hotels in your area.
Once they do book, this is your chance to reach out to them to provide any potential accommodations. With one automated email, you can let guests fill out requests before they even get there.
Be a local
What are the local attractions? A good host will provide guests with detailed recommendations on the best places to eat, hidden gems and hot spots. In hotels where there is no concierge, front desk staff should be trained on the best places to visit.
It also doesn’t hurt to build partnerships with local businesses and display brochures at the front desk.
Upgrade your breakfast menu
Most people have visited a hotel where the complimentary breakfast is comprised of old cereal and expired bagels. If you’re making the claim of serving a hot breakfast, it’s essential to fulfill that end of the bargain. Breakfast is one of those services that often results in a review.
It’s all in the details
Leaving chocolate or mint on the guest’s pillow is a longstanding hotel tradition. Some hotels go the extra mile of leaving a flower.
A lot of hotels have a hot drink station in their lobby. With COVID-19 precautions easing down, this may be a potential add-on to consider looking forward.
All of these are novel experiences, but don’t assume that the little details don’t count.
Upgrading services for repeat guests
If you have a guest who has booked with your hotel on multiple occasions, you can upgrade their small touches and leave bigger gifts for them upon their arrival. Whether you provide a complimentary treat in their room or upgrade their room, repeat guests can turn into lifelong customers.